Persistent internet outages since city fibre upgrade

[ang85]

Our new full fibre line was installed on the 31st of January and since then we’ve had nothing but headache, I have reset all my gadgets and appliances more times than I care to remember and even when they reconnect its not before long that they have issues. Our old line using the copper wiring didn’t have these problems and even after contacting TT and getting them to attempt to rectify the problem this only lasted a couple of hours, it’s now got to the point that I’ve payed extra money for data on my mobile phone plan just to use the internet, as there is none persistently at home… Need some help asap, as I’m not going to keep paying for a service I’m not receiving  

[ang85]

The old hub was as you stated and the new device number is FAST 5464 - 2.T4, hope that’s helps 

[KeithFrench]

Hi @ang85 

@Karl-TalkTalk has asked me to check for WiFi interference which I most certainly can & will do. However, before I do, please can you confirm that you used to have the Huawei DG8041W and now have the Sagemcom FAST5364, is this correct?

[Karl-TalkTalk]

Hi

It could be a Wi-Fi interference issue if the lights remain solid on the router and on the ONT, so we can help to rule that out before looking towards an engineer. 

@KeithFrench can you assist ang85 to check for Wi-Fi interference ?

Thanks  

Karl. 

[ang85]

So if the router is doing it job when working, could this be the wire coming into the house? as we’ve been through 2 new routers now with the same results

[Karl-TalkTalk]

Hi

I've often found that some TV apps such as Netflix will buffer content so if a small drop occurs, they do keep playing.

Karl.

[ang85]

Let me know if you want me to try the old hub? it looks more or less the same but without the gold inlay inside the front grille. At this point I’ll try anything to keep a stable connection 

[ang85]

What’s strange is that the internet tv could be working, possibly this could be because it’s buffered enough to continue play, but the mobiles or other appliances will disconnect and then after some time or a reset reconnect… not sure what’s going on

[Karl-TalkTalk]

Hi

Thanks for confirming the model.

Karl.

[ang85]

Device Version:DG8041W-2.T5

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. What is the make and model of the original router that you were using please?

Michelle

[ang85]

Hi there,

we received the router, but unfortunately we are having the same drops in WiFi as before, should I try the original router we had before the upgrade? Or do you think its the new cable/connection coming from street level as we had no issues before the upgrade

many thanks 

[Debbie-TalkTalk]

Hi ang85

Have you received the router?

[Debbie-TalkTalk]

Hi ang85

I've requested that the router is sent, please allow 48-72hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[ang85]

That would be great thank you

[Michelle-TalkTalk]

Ok thanks for confirming. If the lights are remaining consistent on the ONT box then this could be related to the router. Would you like us to send a replacement router for testing purposes to see how the connection compares and to rule this out?

Thanks

Michelle

[ang85]

just googled as I’m not home atm, it’s the greg WiFi hub as it doesn’t look like the eero 

[ang85]

Hi there, ty for your quick response, I’m not sure on the hub as it was the one left by city fibre on installation, we have one thing wired which is the Hive heating, this seemed to loose connection too as it wouldn’t communicate sometimes with the app 

[Michelle-TalkTalk]

Hi again,

Ok thanks for confirming. Do you have any devices connected wired? If so do they also drop connection at the same time? Are you using an eero or the wifi hub please?

Thanks

Michelle

[ang85]

The router normally doesn’t change from the normal white light and the box on the wall, if that’s what you’re referring to? Is normally just 4 green lights, I’ve reset both several times, but the connection is always short lived especially on our mobile phones, WiFi hoover, Ring doorbell, oddly enough the internet tv is the only thing that will maintain a stable connection for a longer period, but I’ve also had to reset that daily in order to get a connection in the first place. Please can you help?

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. Can I just confirm, do any of the lights change on the ONT when this happens?

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle